Sr Customer Service Specialist

Scope of the Role: 

Direct Reports: This is an individual contributor role with no direct reports. 

Key Responsibilities: 

• Assist operations management in analyzing customer’s issues and questions, including inoperability or inaccessibility of a system, module or function and take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations. 

• Support Customers and Managers by adhering to departmental policies and procedures. 

• Assist in managing day-to-day activities specific towards the obtainment of Customer Service objectives by acting as SME for customer facing issues and escalations. 

• Act as a liaison between the Customer Service Group and other functional departments in support of daily operations. 

• Real Time management of daily service levels and call routing for supported products. 

• Responsible for production, distribution, and analysis of standard and ad-hoc reports for various infrastructure applications (i.e. Analyzer). 

• May be called upon to assist in oversight of other Level 1 personnel in conjunction with existing management. 

• Function as a liaison and escalation point for all customer issues. 

• Keep abreast of all customer affecting and internal affecting outages and ensuremanagement is aware of all issues that may impact supported customers. 

• Participate in the development and rollout of new initiatives and customers. 

Experience, Education and Certification:  

• Bachelors degree in communication or business or equivalent work experience. 

• 5+ years customer service experience. 

Additional Requirements:  

• PC experience in a Windows operating environment with strong typing ability. 

• Excellent interpersonal, verbal, and written skills. 

• Ability to proactively anticipate customer needs and make recommendations to meet those needs. 

• Coaching skills highly preferred. 

• Ability to handle confidential and sensitive matters with discretion. 

• Ability to be on-call for after-hours support and work in an environment covering 24 x 7 x 365.